Customer Complaints Adviser

Job content

Annual salary: up to £25,000.00
We are looking for an experienced Customer Complaints Advisor to join our team at our Service Delivery Centre based in Enfield. This is a great opportunity within our Housing Management business, within the Asylum Accommodation and Support Contract win.

In this role you will be responsible for working with regional teams to ensure all issues and complaints are reported are managed effectively through to resolution. You will ensure the safety and wellbeing of a diverse client group and working as part of this team, you will be pivotal in delivering all advisory matters in accordance with our contractual obligations. Keeping safeguarding and Service User experience at the heart of the service will be key to succeeding in this role. We will rely on you to maintain accurate records and communicate outcomes with all key stakeholders. As co-ordinator you will be responsible for -

• Managing all issues reported in relation to Service Users, ensuring these are resolved as per contractual obligations. Collate information and produce reporting as required by AIRE Manager.
• Support the Manager to assist with the smooth running of the service delivery centre to ensure all service users’ needs are met
• Work collaboratively and proactively with the regional teams to ensure client, customer and service users receive an exceptional service.
• Ensure all records and IT data on systems is accurate and meets contractual requirements.
• Operate the AASC Quality Management Systems and ensure full compliance with all legal and regulatory requirements relating to the contract.
• Undertake adhoc projects and provide support and cover for colleagues and teams with Mears Housing Management.
• Ensure full compliance with Mears code of conduct, contractual terms and group policies and procedures.
  

At Mears, we recognise that our people are our greatest asset and as such we believe this is an exciting opportunity for an exceptional professional to make a real difference to customers, communities and the people they lead.

What are we looking for?

We are looking for someone to have previous experience in a similar administration / business administration based role. You will have excellent customer service skills aswell as good compliant handling experience, along with a good working knowledge of office IT products and software. You will have the ability to think on your feet, prioritise your workload and will be willing to go the extra mile. The ideal candidate for this role will be able to demonstrate, enthusiasm, flexibility and the willingness to progress any ad-hoc tasks as required.

Key Attributes

• Organised, reliable and adaptable
• A strong work ethic
• Honest / trustworthy and demonstrate the ability to work using own initiative as well as working as part of a team
• Positive attitude and the ability to keep calm under pressure
• Capacity to absorb new information quickly and accurately.
• Self –motivated, self disciplined and enthusiastic, tenacious with a strong eye for detail
  

As part of the recruitment process for this role, we will carry out a DBS & BPSS check, as well as Security Clearance. For these checks to be completed, we will require from you the relevant identification, including Proof of Address, References, a valid passport and proof that you have lived in the UK for the last 5 years.

Who are we?

Mears Housing Management is a successful business within Mears Group PLC, having grown in 5 years to a nationally based management business with 12,000 homes and contracts with 50 Local Authorities and Central Government. We house many people in housing need who would otherwise be living in costly and inappropriate accommodation and as such we have a strong social pursue in everything we do. Our red thread runs through everything we do and we want people who share our values to help us continue to deliver customer focused services and innovatively push the boundaries of the sector. We empower our people to lead by example, taking ownership and responsibility to work to the best of their abilities and effectively collaborate with colleagues and partners to exceed the expectations of both clients and customers.

If you are interested, then we want to hear from you. Simply make your first click and join us on our journey..